Calls and formal complaints to Patient Ombudsman are extremely high at this time.

For new complainants: expect delays in returning your call.

For current complainants: expect delays in progressing your complaint file.

Our sincere apologies – we are doing our best to respond to you as quickly as possible. Our team is prioritizing the most urgent complaints. We appreciate your patience.

COVID-19 questions and information

Thank you,
Patient Ombudsman Team

What to Expect: Investigations


In certain circumstances, we may determine that it is appropriate to launch a formal investigation. When Patient Ombudsman launches an investigation, we send all parties a formal Notice of Intent that explains the scope of the investigation. A member of our investigation team will reach out to request and collect relevant information, which may include speaking with people within your organization who have information relevant to the investigation. Officers, directors, employees, shareholders, and other members of your organization are required to cooperate with the investigation and provide information and documents relevant to the investigation. Investigations are carried out in private, which means that during our investigations, we only provide specific details needed to collect evidence. We also expect that those we speak to or collect information from keep their involvement confidential.

Because some investigations are more complex than others, timelines are determined on a cases-by-case basis. At the end of an investigation, Patient Ombudsman may or may not make recommendations. You will receive a summary of the investigation and recommendation(s) before it is made public. Patient Ombudsman will also follow-up to determine what recommendations were accepted and implemented.

Learn more about our investigation work and any ongoing investigations.

Completed investigations and their recommendations are available through our investigation summaries.


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